Operations Manager

LEGO Group; Manchester; On-site; Confidential; Full time

Job summary

LEGOLAND Discovery Centre Manchester is seeking a passionate Operations Manager to champion the guest journey and deliver a world-class experience. You will lead the Guest Experience Team, oversee rides, workshops and experiences, and continually drive improvements using guest insights.

As a senior operations leader, you will champion health & safety, manage on-call duty and crisis procedures, and recruit and develop your team while collaborating with other department leads to ensure a seamless,

Qualifications

• Guest-obsessed with passion for delivering outstanding customer experiences.
• Operational leader from visitor attractions, theme parks, hotels, or similar customer-focused industries.
• Confident with health & safety and operational procedures, with a track record of compliance.
• Quick-thinking and decisive under pressure with strong problem-solving skills.
• Proactive with examples of improving customer experience in past roles.
• Natural influencer who builds collaborative relationships across teams.
• Enthusiastic, positive and inspiring, motivating others to match guest-first energy.

Responsibilities

• Lead and inspire the Guest Experience Team to immerse visitors in the LEGO world.
• Oversee front-line activities from rides to workshops, 4D cinema, and VIP experiences.
• Walk the guest journey, monitor feedback and insights to identify improvements.
• Create and execute annual and tactical guest experience plans driving metrics and improvements.
• Champion health & safety with robust risk assessments, SOPs and training.
• Lead on duty and crisis management procedures, sharing rostering responsibilities.
• Recruit, train and develop the team through coaching and performance reviews.
• Collaborate with departmental leads to ensure a seamless, joined-up guest experience.

Skills

Guest-obsessed

Operational leader

Health & safety

Quick-thinking

Initiative

Influencer

Motivation

Job description

We're looking for a passionate, customer-focused Operations Manager to champion and drive the guest experience throughout every stage of the journey. Step into a world of creativity, where imagination runs wild and LEGO® bricks build endless adventures! At LEGOLAND Discovery Centre Manchester, you'll lead the way in delivering a truly world-class visitor experience inside what can only be described as a giant box of LEGO.

• Lead and inspire the Guest Experience Team, ensuring every visitor is immersed in the playful world of LEGO.
• Oversee all front-line activities, from rides and attractions such as Kingdom Quest and the 4D cinema, to education workshops, VIP experiences and costume characters.
• Spend time walking the guest journey, monitoring feedback, reviews and customer insight to identify improvements.
• Create and execute both annual and tactical guest experience plans, driving customer metrics and challenging teams to continuously improve.
• Champion health & safety across the attraction, maintaining robust risk assessments, SOPs and training frameworks.
• Lead on duty and crisis management procedures, taking your share of rostered responsibilities.
• Recruit, train and develop your immediate team through coaching, performance reviews and ongoing development opportunities.
• Work closely with other departmental leads to ensure a seamless, joined-up guest experience throughout the attraction.

Just imagine being part of this - playing with ideas, creating magical experiences, and learning while growing and building your dream career.

Qualifications & Experience:

• Guest-obsessed, with a genuine passion for delivering outstanding customer experiences.
• A proven operational leader, ideally from visitor attractions, theme parks, hotels, holiday parks, cruise ships, airlines, experiential retail or similar customer-focused industries.
• Confident in health & safety and operational procedures, with a track record of ensuring compliance and best practice.
• Quick-thinking and decisive under pressure, with strong problem-solving skills and a proactive approach.
• Full of ideas and initiative, with examples of how you've improved customer experience in past roles.
• A natural influencer, able to build collaborative relationships and drive results across multiple teams.
• Enthusiastic, positive and inspiring, someone who motivates others to match your guest-first energy.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children's Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer. Thank you for sharing our global commitment to Children's Rights. Just imagine building your dream career. Then make it real. Join the LEGO® team today.

Merlin Entertainments are facilitating the LEGO Group's recruitment process for this role as part of a transitional service agreement with the LEGO Group. Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date.

Posted Salary Range: GBP £34,500.00/Yr.

This is a full-time, fixed-term role, working any 5 days out of 7, including weekends and bank holidays as required. This is what we do every day. Our 31,000+ awesome colleagues create and play together to spark the imaginations of children and LEGO® fans of all ages, all around the world.

Workplace - Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.